Слепович. Business Communication

&Что нужно для успеха в бизнесе

1.Before you seal a letter, you reread the letter for errors.

2.Before you mail a letter, you check the address on the envelope.

3.You keep all your receipts.

4.You practice your ideas on others before presenting them to an audience.

Before you go to a meeting, be prepared. Think of the questions people will ask. Prepare the answers for these questions. Know how long, how much, and what is required to do something.

Practice with your classmates:

READING FOR DETAILS

Read the following announcement from the company bulletin board.

—All managers are invited to a meeting=

"HOW TO MANAGE PROJECTS"

SPEAKERS: MARK COLSON and JOAN APPLETON

Call Rick Crane at 340-7979 for more information

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Find the details:

1.What is the announcement about?

2.Who is invited?

3.Where will the meeting be?

4.How long will the meeting be?

5.What is the date of the meeting?

6.How many speakers will there be?

7.Who do you call for more information?

8.Do all managers have to go?

9.What is Mr. Crane's phone number?

10.What day is the meeting?

Read the model notes for the announcement. Then read the model announcement.

THERE WILL BE A BUSINESS MEETING

Read the notes. Then write the announcements.

(613)459-6832.

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&Что нужно для успеха в бизнесе

Be prepared

Give sufficient details

Ask the right questions

Compare and discuss two situations.

Situation 1.

Barbara McKain is the receptionist at Green and Sons Company. One of her duties is to answer the telephone. No one gets past Ms. McKain.

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Situation 2.

Jack Winston is talking to Barbara McKain, the rcccptionist.

1.Who is more polite - Mr. Winston or Mrs. Crolt?

2.Why is Ms. McKain nice to Mr. Winston?

3.Why does Mr. Winston call Ms. McKain by her first name, Barbara?

4.Who is a positive person - Mr. Winston or Mrs. Croft?

5.Who is more successful - Mr. Winston or Mrs. Crolt?

6.Who would you rather talk to - Mr. Winston or Mrs. Croft?

7.Do you like secretaries to ask why you arc calling?

How about you?

1.I am polite to strangers when face-to-face.

2.I am polite to strangers when on the phone.

3.I am polite to acquaintances.

4.I am more polite to strangers than to my family.

IDENTIFYING YOURSELF

When you answer your phone at the office, you should identify yourself:

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&Что нужно для успеха в бизнесе

When you call someone, you should identify yourself and give your company name.

Practice with your classmate saying «Hello» on the phone.

Business Hint:

To identify yourself on the phone, always say: "This is (your name)"

Don't say "I am (your name)"

Read the conversations.

A:May I help you?

B:Yes, please. Could I speak to Mr. Carlson?

A:What do you want?

B:Mr. Carlson.

Match the polite and impolite expressions:

Practice using polite expressions:

A:May (Could/Сап) I help you?

B:Yes, please. I'd like to speak to Mr. N. (the secretary / manager).

A:Of course (Surely / Certainly). Just a moment, please.

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Practicc ending phone calls with your classmate:

A:You know, I'm on my way to a meeting. Could you please call me later?

B:When should I call?

A:Call ine early tomorrow.

Expressing appreciation

Study these sentences:

Thanks / Thank you for asking / calling / coming.

Read the situation. What do you say?

; Situation: Somebody asked about your job. You say: Thank you for

Situation: Somebody came to your party.

Situation: Somebody asked about your family.

Situation: Somebody callcd you.

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Practice taking phone messages:

A:Good morning. May I help you?

B:Yes. May I speak to Mr. Bill Robson?

A: I'm sorry. Mr. Robson has just stepped out. May 1 take a message?

B:Yes, please tell him that Mark Goodman returned his call.

A:And your number, Mr. Goodman?

B:244-4569 (or: I'll call him after lunch).

A: Let me repeat that (spell the name and repeat the number).

B:That's correct. Thank you very much.

A:Thank you for calling. Good-bye.

•Identify yourself on the phone.

•Speak slowly and clearly.

•Return your phone calls.

•Express appreciation.

; » Ш Г » А Т Ш GIVING POSITIVE / NEGATIVE FEEDBACK

Compare and discuss two situations.

Situation 1.

Alice Duff supervises Wilma Cochran, who is a typist.

A.D.: Look at these typos (typing mistakes). Don't you know how to type a letter?

W.C.: I'm sorry, Ms. Duff. I'll retype it right away.

A.D.: Forget it. This letter is too important. I'll type it myself.

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Situation 2.

Betty Brooks typed a letter for Charles Deckcr.

Ch.D.: You've done a great job typing this letter.

B.D.: Thank you, Mr. Decker. The job gets easier every day. Ch.D.: Of course it does. You forgot the date, though.

B.D.: I'm sorry. I'll fix that right away.

7 s Questions for discussion:

1.Who is more patient - Ms. Duff or Mr. Decker?

2.Who do you want to work with - Ms. Cochran or Ms. Brooks?

3.Who do you want to work for - Ms. Duff or Mr. Decker?

4.Is making a typo a serious mistake?

5.Is forgetting the date a serious mistake?

6.Which is worse - making a typo or forgetting the date?

How about you ?

Answer yes / no /sometimes.

1. To do a job right, I do it myself.

2.I never make a mistake.

3.I explain things carefully.

4.I give everyone a second chance.

5.I check my work carefully.

6.I fix (correct) mistakes neatly.

Business Hint: Never forget to say "please" and "thank you".

When you give instructions, be patient. Explain how things should be done.

Positive suggestion: In this office, we use wider margins.

Positive request: Could you retype this letter with wider margins?

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& Что нужно для успеха в бизнесе

A positive comment makes people comfortable and ready.

Negative comment: You can't do anything right.

Positive comment: Thanks for trying. I really appreciate it.

Rewrite these sentences:

A polite way to correct someone is to use the passive voice. Instead of saying "YOU made a mistake", say "A mistake was made".

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To make a polite suggestion^ use the word should.

1 SHARING / NOT SHARING THE CREDIT

Compare and discuss two situations.

Situation 1.

Richard Costner is Ann Edward's boss.

A.E.: We made this sale because of me. I worked night and day on this project. I worked through lunch breaks.

R.C.: Did no one else help you? Jim? Mary? Martha? A.E.: Between you and me, no one else is qualified here. R.C.: Really? They were qualified when I hired them.

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